ease of service not pushed into a sale, good honest opinion

Dear Dealership Manager,I am writing to formally raise a complaint regarding the service I have received from Ayr Audi in relation to a request for a settlement figure for my vehicle, registration SJ23 NFM.On 2 July 2026, around late morning/early afternoon, I contacted Ayr Audi and requested a settlement figure for my vehicle. During the call, I provided my registration number and my contact details, including my email address. I was advised that my request would be passed to the sales department and, as I was at work, I specifically advised that I was happy to receive the information by email rather than by telephone due to being at work and being unable to take personal calls.Having received no response, I contacted the dealership again on 3 July 2026, again around late morning/early afternoon. During this call I was advised by the same receptionist that a sales event was taking place and that the sales department were particularly busy. I was then told that I should contact the finance company directly if I wanted the settlement figure. I've looked through my emails and I don't actually know who my finance is taken out with, rather than call again, I'm opting to log a complaint to ensure my concerns re customer service are understood fully.I expressed my dissatisfaction at the time. I found the response dismissive and lacking any real ownership of my enquiry. What particularly frustrated me was the apparent acceptance that my request had not been dealt with because the sales team were focused on other business priorities.I have been an Audi customer since 2023, having moved from Mercedes and subsequently purchasing my current vehicle through Ayr Audi. In addition to the vehicle purchase, I have also taken out a service plan through the dealership. I currently pay approximately £425 per month for my vehicle and believe it is entirely reasonable to expect a basic level of customer service and responsiveness when making a straightforward enquiry about my finance agreement.Adding to my frustration is the fact that I have received several unsolicited calls from Audi in recent months encouraging me to consider changing my vehicle or purchasing a new one. This creates the impression that the sales team has sufficient time and resource to proactively pursue new sales opportunities, yet a simple request from an existing customer appears unable to be processed.If I had been enquiring about purchasing a new vehicle, I have little doubt I would have received a response within hours. Instead, five days have now passed since my initial request and I have received neither the information requested nor any meaningful update on its progress.I would therefore like a clear explanation as to:How my request was logged and processed following my initial call on 2 July.Whether my request was passed to the sales department as advised.Why no one contacted me to provide an update or manage my expectations.Why I have now had to wait more than five days for a response to what should be a straightforward request.Whether the dismissive response I received during my second call reflects the level of service Ayr Audi expects its customers to receive.In addition, I would ask that my original request be fulfilled without any further delay and that my settlement figure be provided as soon as possible.I have always associated Audi with a premium customer experience. Unfortunately, this experience has fallen significantly short of that expectation and has left me feeling ignored as a customer once the point of sale has passed.I would appreciate a full response addressing the concerns raised above and outlining any actions that will be taken to improve the customer experience going forward.Yours sincerely,Mark McColgan

I visited Ayr Audi recently and spoke with George Milton.George is very helpful, knowledgeable and certainly knows the Audi product and makes things happen. I will definitely recommend George at Ayr Audi to my friends and family.Thank you for making the purchase of my Q3 easy and straight forward.

We purchased a Q6 E-tron registration number SJ25 CXV from you via Hire Purchase in August 2025. We have not received the V5c for this vehicle. I called today to request CO2 confirmation and P11d value of this vehicle and was told I could find the information myself online. We have over 100 vehicles in our fleet and this is the first time I have found a dealer to be so unhelpful. I thought I would bring this to your attention as customer service and aftercare are one of the main deciding factors when it comes to renewing or adding to our vehicle fleet. I did try to email the sales contact that we dealt with at the time however the email is coming back as undeliverable.

Dear Customer Resolutions Team,I am writing to formally reject my vehicle and make a complaint regarding my Audi finance agreement.The vehicle has had an engine management light illuminated since I took delivery on 29/05/2026 The warning light first came on two days after I purchased the vehicle. I contacted the Audi branch where I bought it, and I was advised to bring the vehicle in. The light then went off temporarily but came back on consistently over the following days. I subsequently took the vehicle to Audi Service, where I was informed that the earliest available appointment was three weeks later. I do not consider this acceptable, particularly given that the fault arose almost immediately after purchase.As the fault was present from the outset of my ownership, I do not believe the vehicle was supplied in a satisfactory condition or of satisfactory quality.I therefore wish to exercise my consumer rights and request that Volkswagen Financial Services and the supplying dealer arrange for the vehicle to be returned and the finance agreement to be cancelled.Please confirm the next steps and acknowledge this complaint as a matter of urgency.I look forward to your prompt response.Kind regards,Trent Young

Earlier this morning I called your branch in Ayr regarding the purchase of a VW Transporter and spoke with Charlene. The conversation was going quite well until I mentioned my name, her tone changed immediately I tried to ignore the different attitude towards me and the call ended. A couple of minutes later I called again to find out why her attitude changed, I spoke with a male who put me through to her desk, it rang for quite some time before she eventually answered. She asked if it was Michael, I twice asked if something was wrong during our previous call? Unfortunately she responded by hanging up the phone, not very professional! I believe I know why her attitude changed on hearing my name and it is being dealt with by legal proceedings. If Charlene would like to call me and offer an apology or actually take part in the court proceedings I would be pleased to add her name.Kind regards.Michael Delaney

Campbell was very responsive and helpfull to get us a good deal

Complaint – Audi A5 S Line Black Edition, WP19 ZHV (Lookers Approved Used, purchased from Audi Ayr)To the Customer Service and Resolutions Team,I am raising a formal complaint regarding my purchase of a 2019 Audi A5 S Line Black Edition (registration WP19 ZHV), bought under the Lookers Approved Used scheme from Audi Ayr and collected on 24 May 2026. I have a number of serious concerns, several of which relate to faults that should have been identified and rectified before sale, plus a payment I made that was not used for its stated purpose. I would prefer to resolve this cooperatively, but the issues are significant and ongoing.1. Vehicle tax paid for but never applied On collection I paid £610, of which £500 was a deposit and £110 was for six months’ vehicle tax, which the salesperson who handled my purchase confirmed he would arrange on my behalf. I have since discovered the vehicle was never taxed — DVLA records show it as untaxed since 01 May 2026. I received a DVLA enforcement letter (V212, dated 15 June 2026) warning of a possible £1,000 fine and the risk of the car being clamped or impounded. To make the vehicle legal I have now had to pay the six months’ tax a second time, directly to the DVLA. I am requesting a full refund of the £110 I paid Audi Ayr, along with an explanation of where that money went.2. Brakes and brake-related faults At the point of sale the brake pads and discs were completely worn and, in my view, the car was not roadworthy in that condition. To Audi Ayr’s credit this was subsequently rectified and reimbursed; however, the vehicle should never have left the forecourt in that state. In addition, Audi Poole have since identified a corroded brake pad wear sensor wiring loom (nearside front and offside rear) and an overdue brake fluid service, and have stated that the car should not have been sold with any one of these faults present. These are safety-related items that should have been identified and addressed during pre-sale preparation. I should not be left to bear the cost of rectifying faults of this nature within the first 30 days of ownership, and I am asking Audi Ayr to cover the work involved.3. Tyre sealant canister expired The tyre repair/sealant canister supplied with the vehicle is out of date, meaning the car was handed over without a usable emergency tyre solution.4. Gearbox oil service – agreed pre-sale, still showing as outstanding The gearbox oil service was already overdue at the point of sale and was agreed in writing as a pre-sale requisite for the purchase of the vehicle. Audi Ayr have claimed this work was carried out; however, Audi Poole have since flagged that it still shows as due on the servicing record. I would like written confirmation of whether this service was actually completed, supported by documentary evidence, as the records currently contradict what I was told.5. Doubts over the full pre-sale inspection Lookers advertises that every Approved Used Audi undergoes a 149-point check covering mechanical, interior and exterior items, a full road test and a detailed written report. Given the faults above — particularly the worn brakes, the brake sensor loom, the brake fluid service and the expired tyre canister — I have genuine doubts the advertised inspection was completed to that standard, or that its findings were acted on. I would like a copy of the inspection report for my vehicle.6. No response to previous correspondence I raised several of these concerns directly with the salesperson who handled my purchase by email on 19 June 2026 and have received no further response.What I am asking for Taken together, I believe these issues fall short of both my rights as a consumer and the standards Lookers itself advertises for Approved Used vehicles. I am requesting:• A full refund of the £110 vehicle tax payment made on 24 May 2026, plus reimbursement of any costs I have reasonably incurred as a result of these issues;• The brake pad wear sensor loom, brake fluid service and any other safety-related defects rectified at no cost to me;• A replacement in-date tyre sealant canister;• Written confirmation of the gearbox oil service status and updated Audi service record, supported by documentary evidence, and a copy of the 149-point pre-sale inspection report;• A response to my outstanding email of 19 June.I have supporting evidence available on request, including my bank statement showing the £610 payment, the DVLA V212 letter, confirmation of my own tax payment, my previous email, and the findings from Audi Poole. Please confirm receipt of this complaint and provide a timescale for your response.Kind regards, Samuel MurphyRegistration: WP19 ZHV Purchased: 24 May 2026, Audi Ayr (Lookers Approved Used)

I have already filled out this survey after receiving a text message survey, but the basis of the review was due to a drop in standards with customer interface at reception desk and lack of communication with salespeople.

Made an enquiry, I was told they would contact me in 7 days to give me price for my own car and a price for a new Audi Q3 sport. Audi Ayr have never contacted me from that day. I will never visit this dealership again.